Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Drive customer success by ensuring full realization of the Twilio platform's value.

• Create and implement strategic roadmaps aimed at enhancing product adoption, customer satisfaction, and advocacy.

• Serve as a trusted advisor to executive and senior leadership in Engineering, Product, Business Analytics, and Marketing while managing customer relationships.

• Foster connections with IT, engineering, and development teams to enhance engagement.

• Identify and broaden opportunities to deepen customer engagement and promote account growth.

• Collaborate with internal teams to optimize implementations and address complex technical challenges.

• Build and maintain stakeholder relationships to unlock opportunities for expansion.

• Work alongside Sales on strategies for account renewals and expansion.

• Analyze the customer portfolio to prioritize significant risks and opportunities.

• Formulate mitigation plans for high-impact accounts.

• Become an expert on the Twilio platform and stay updated with trends in data and analytics.

• Coordinate discussions regarding customer maturity and technical matters across engineering, marketing, product, and support teams.

⛳️ Requirements

• 4–6 years of relevant experience in Customer Success, Account Management, or Strategic Account Management within a B2B technology or SaaS environment.

• Preferred experience managing substantial customer relationships and portfolios with annual recurring revenue (ARR) between $5M–$15M+.

• Proven track record of working with or supporting Fortune 500 companies or other similarly large organizations.

• Expertise in developing customer strategies, leveraging data-driven insights and best practices to enhance client success.

• Demonstrated ability to build and maintain relationships with stakeholders at all levels and across business units within organizations.

• Intellectually curious, capable of asking critical questions and challenging ideas to find better solutions.

• Develop and implement strategies to maximize revenue growth and product adoption for the assigned portfolio, informed by insights into client needs, market trends, and financial metrics.

• Exceptional communication skills for engaging executive stakeholders through presentations and discussions.

• Proficient in problem-solving, capable of simplifying complex issues and creating actionable strategies for clients.

• Strong collaboration and influencing skills to align internal teams and external stakeholders effectively.

• Thrives in dynamic settings, skilled at establishing structure and processes for high-impact customers.

• Commitment to customer satisfaction and retention, with a proven history of anticipating needs and delivering customized solutions.

• Passionate about utilizing data and technology (e.g., analytics, APIs, SQL) to drive business results.

• Anticipated travel of approximately 25%.

🏝️ Benefits

• Competitive compensation.

• Generous vacation policy.

• Comprehensive parental and wellness leave.

• Healthcare coverage.

• Retirement savings program.

• Eligibility for equity plan may apply.

• 401(k) retirement account.

• Paid sick leave.

• Paid personal time off.

• Paid parental leave.

• Eligibility for commission.

• Support for employee volunteering and donations.